SILICON HILLS MOBILE MECHANICS

Customer Policies

CUSTOMER POLICIES

Effective Date: June 1, 2026

These Customer Policies are incorporated into and form part of the Terms of Service of Silicon Hills Mobile Mechanics. By scheduling service, approving estimates, paying deposits, or authorizing repairs, customers acknowledge and agree to the policies outlined below.

Mobile Service Fee Policy

Silicon Hills Mobile Mechanics is a mobile service provider. Mobile Service Fees compensate the company for:

• Technician travel time

• Vehicle operating expenses

• Scheduling and dispatch coordination

• Administrative support

• Reserved appointment windows

• Travel to customer locations

The Mobile Service Fee is earned once a technician has been dispatched or travel has commenced.

Mobile Service Fees are generally non-refundable once dispatch has occurred.

Diagnostic Service Policy

Diagnostic services involve professional evaluation, testing, inspection, and technical expertise.

Customers are purchasing diagnostic knowledge, expertise, and testing procedures rather than a guaranteed repair outcome.

Diagnostic fees are generally non-refundable once diagnostic work has begun.

Additional testing may be recommended if underlying issues are discovered during the diagnostic process.

Deposit Policy

Certain appointments require deposits to reserve technician availability and appointment windows.

Same-Day Appointments

Deposits must be paid within one (1) hour of estimate approval.

Failure to pay within the required timeframe may result in appointment cancellation.

Future Appointments

Deposits must be paid within six (6) hours of estimate approval.

Failure to pay within the required timeframe may result in appointment cancellation.

Approved deposits are generally applied toward the final invoice.

Cancellation and Rescheduling Policy

Customers are encouraged to provide as much notice as possible when cancelling or rescheduling appointments.

Repeated cancellations, missed appointments, or excessive rescheduling may require:

• Prepayment

• Increased deposits

• Future service restrictions

• Appointment denial

Silicon Hills Mobile Mechanics reserves the right to refuse future scheduling when appointment abuse occurs.

Refund Policy

Refund requests are reviewed on a case-by-case basis.

Generally non-refundable items include:

• Mobile Service Fees after dispatch

• Diagnostic Services after testing begins

• Special-order parts

• Completed labor services

• Administrative processing fees

Approved refunds may require inspection, documentation review, and management approval.

Refund processing times may vary depending on the payment provider used.

Customer-Supplied Parts Policy

Customers may provide their own replacement parts for installation.

Silicon Hills Mobile Mechanics does not warranty customer-supplied parts.

If customer-supplied parts are:

• Incorrect

• Defective

• Incomplete

• Damaged

• Incompatible

Additional labor charges may apply.

Labor warranties may be limited or unavailable when customer-supplied parts are installed.

Warranty Policy

Warranty coverage varies based on repair type, parts used, and service performed.

Warranty claims may require:

• Vehicle inspection

• Diagnostic verification

• Review of repair records

• Review of maintenance history

Warranty coverage does not apply to:

• Customer-supplied parts

• Abuse or misuse

• Accidents or collisions

• Environmental damage

• Racing or commercial misuse

• Improper maintenance

• Unrelated component failures

• Normal wear and tear

Warranty decisions remain subject to inspection and verification by Silicon Hills Mobile Mechanics.

Customer Responsibilities

Customers agree to:

• Provide accurate vehicle information

• Disclose known vehicle issues

• Provide legal access to the vehicle

• Ensure the vehicle is located in a safe work area

• Secure pets prior to technician arrival

• Maintain insurance and registration as required by law

• Obtain property owner permission when required

• Remove personal valuables from the vehicle

Failure to provide a safe work environment may result in service refusal or appointment cancellation.

Vehicle Documentation and Media Authorization

Customers authorize Silicon Hills Mobile Mechanics to collect, create, store, and utilize:

• Vehicle photographs

• Diagnostic reports

• Scan tool data

• Repair documentation

• Service records

• Technician notes

This information may be used for:

• Repair documentation

• Warranty administration

• Quality assurance

• Internal training

• Customer communication

• Legal protection

Personally identifiable customer information will not be publicly disclosed without permission except as required by law.

Chargeback and Payment Dispute Policy

Customers agree to contact Silicon Hills Mobile Mechanics and provide a reasonable opportunity to resolve billing concerns before initiating:

• Chargebacks

• Payment reversals

• Banking disputes

• Credit card disputes

Initiating a chargeback for valid services rendered may result in collection activity and recovery efforts as permitted by law.

Documentation including:

• Signed approvals

• SMS approvals

• Estimates

• Invoices

• Diagnostic records

• Service documentation

may be used in responding to payment disputes.

Fraud Prevention Policy

To protect customers, technicians, and company operations, Silicon Hills Mobile Mechanics reserves the right to verify:

• Customer identity

• Vehicle ownership

• Payment methods

• Billing information

• Service authorization

• Appointment requests

Service may be denied when fraud, theft, identity misuse, unauthorized transactions, or chargeback abuse is suspected.

Force Majeure

Silicon Hills Mobile Mechanics shall not be liable for delays or inability to perform services resulting from circumstances beyond reasonable control, including:

• Severe weather

• Flooding

• Natural disasters

• Traffic incidents

• Parts shortages

• Supply chain disruptions

• Government actions

• Utility outages

• Labor disruptions

• Emergencies

Appointment schedules may be modified when such circumstances occur.

Intellectual Property

All content appearing on this website, including but not limited to:

• Logos

• Branding

• Service descriptions

• Training materials

• Videos

• Images

• Written content

• Operational systems

remains the property of Silicon Hills Mobile Mechanics and may not be copied, reproduced, distributed, or used without written permission.

"Silicon Hills Mobile Mechanics" and associated branding may constitute proprietary trademarks, service marks, trade names, and intellectual property of the Company.

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